Lead - Technical Support

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients- that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role:

The primary focus will be to provide customer-facing service and onboarding support to customers (internal and external) that utilize Vantive's online portals.

In this role, you will support the customer service function in various tasks and responsibilities within the Integrated Supply Chain organization which ranges from daily operations to ad hoc requests, with a focus on Vantive's online portals. Monitor, troubleshoot, and resolve technical issues related to Vantive's online portals. Identify root cause analysis of these issues and work collaboratively with IT & the Center of Excellence to resolve these issues in a timely manner. You will display proactive disciplines to ensure uptime and functionality related to applications are obtained and stable.

What you'll be doing:

• Escalation point of contact for customer service reps to resolve problems requiring special handling or those not able to be resolved at front-line level, focusing on Vantive's online portals.

• Identify and roll out new enhancements. Prioritize these enhancements based on business need.

• Develop training strategies for new customers.

• Proactively monitor systems, networks and applications for transaction delays, error conditions, and status changes.

• Communicate and monitor issues such as transaction delays, error conditions, and status changes to appropriate internal parties during discovery and resolution in accordance with KPIs and service levels.

• Provides coaching, training, new hire phase-in, and day to day activity to peers or other department employees to ensure technical knowledge and skill is proficient across the customer service organization

• Assists in organizing the workflow of Vantive's online portal support workgroups to provide the most effective and efficient service in accordance with established policies and procedures

• Participates on special projects as assigned; specifically, customer facing commercial initiatives

• Actively participates in driving lean principles and process improvements that create efficiencies within the customer service organization, with focus on Vantive's online portals

• Support the development of teaching and driving lean principles and philosophy with a focus on the features and benefits of Vantive's online portals

• Assist in daily customer service operational activities as needed; may include taking calls and working other support team tasks, with focus on Vantive's online portals

• Develop and maintain standard operating procedures and assist in the development of team success metrics and implementation quality standards and protocols that focus on the increased utilization of Vantive's online portals.

• Ensure data standards are compliant to HIPAA standards and Vantive privacy policies.

• Provide and coordinate user and quality testing support for enhancements of Vantive's eSolutions

What you'll bring:

• Bachelor's degree or equivalent

• At least 1year prior work experience in support role with 1 or more years of previous customer service experience

• Microsoft Office Suite knowledge and experience: use of Outlook, Excel, and Word among others

• Working knowledge of JDE and Renal Homecare Services and/or Baxter's Center for Service model(s)

• Root cause analysis

• Proven track record of delivering results in a fast-paced, rapidly-evolving environment, including the ability to facilitate changes in customer behavior

• Solid business acumen and ability to see the big picture and anticipate business needs

• Strong technical orientation with desire to learn new technologies

• Demonstrated analytical capability and good problem-solving skills

• Ability to plan, set priorities, and manage multiple tasks and meet deadlines

• Strong verbal and written communication skills

• Innovative mindset with experience developing process improvement

• Collaborative ability to work cross-functionally, as well as individually

• Excellent telephone skills with ability to organize virtual and in-person meetings and trainings

• Self-motivated and ability to make sound decisions balancing customer need and business impact

Vantive is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $45,000 to $55,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

US Benefits at Vantive

This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan ("Aon PEP"), Vantive's 401(k) retirement savings plan, to help you prepare for your future. The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.

We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.For additional information regarding Vantive's US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.